Front Office Team Lead – Guest Services

Hilton; Kuala Lumpur; On-site; MYR 52,000 - 76,000; Full time

Job summary

Hilton in Kuala Lumpur is seeking a Front Office Supervisor to lead the front desk team and deliver high-quality guest service. You will oversee check-ins, VIP handling, and collaboration with sales and reservations to ensure smooth operations.

The role emphasizes coaching, training, and maintaining Hilton brand standards across shifts, while managing guest concerns with discretion and professionalism.

Qualifications

• Experience supervising front desk staff and ensuring smooth operations.
• Strong communication and training abilities for staff development.
• Ability to coach, mentor and lead formal on-the-job training.
• Proactive problem solving to resolve guest and team issues.
• Familiarity with Hilton brand standards and guest relations.

Responsibilities

• Supervise Guest Service Attendant to ensure smooth operation during shift.
• Communicate directions clearly to staff in written and verbal form.
• Assign tasks and monitor performance, driving improvements.
• Lead by example to motivate front desk team and maintain standards.
• Handle check-ins/check-outs, guest concerns, and escalations.
• Promote Hilton Honors and ensure personalized guest service.
• Attend training and participate in daily briefings and handovers.
• Maintain front desk systems and ensure data accuracy and security.
• Coordinate with Sales, Reservations and BD teams for VIP guests.
• Ensure adherence to health, safety and cash handling policies.

Skills

Supervise staff

Communication skills

Training & coaching

Problem solving

Team leadership

Front desk systems

Customer service

English language

Tools

Hilton property management systems

Job description

Hilton in Kuala Lumpur is seeking a Front Office Supervisor to lead the front desk team and deliver high-quality guest service. You will oversee check-ins, VIP handling, and collaboration with sales and reservations to ensure smooth operations.

The role emphasizes coaching, training, and maintaining Hilton brand standards across shifts, while managing guest concerns with discretion and professionalism.